About This Role
This CRM Manager role involves ensuring consistent customer communication, managing queries, and optimizing customer experience from onboarding to possession. It suits a professional with experience in CRM collection and a focus on process revamp and team development.
Responsibilities
- Ensure executives communicate consistently with customers
- Ensure customer queries are responded to satisfactorily
- Escalate queries to self or superiors based on requirement
- Liaise with various departments to clarify queries to satisfaction
- Check reports on outstanding items and clarify action items
- Revamp processes to improve productivity
- Focus on customer experience and cost effectiveness
- Lead team building, people development, and goal alignment
- Transition and build operations for the organization
- Monitor day-to-day performance of employees
- Provide market intelligence to top management for specific locations based on gathered information
- Facilitate project financial tracking
- Drive revenue generation and upselling
- Handle overall CRM activities from onboarding till possession
- Use Customer Journey Mapping to chart out the entire customer life cycle, with keen focus on optimizing the service journey and moments of truth
- Ensure the highest standards of compliance and governance in all documentation and closures of sales
Requirements
- Experience in a CRM Collection role
- Excellent client handling and relationship management skills
- Strong follow-up and coordination abilities
- Effective problem-solving and escalation management
- High level of professionalism and adherence to corporate protocols
- Strong communication and interpersonal skills
- Knowledge of RERA regulations and compliance
- Proficient in CRM software and Microsoft Office Suite
- Team handling experience
Benefits
